sr. Manager, engagement centerRoyal Caribbean Cruises

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
POSITION SUMMARY:
This position will support the Celebrity Cruises brand. OneTouch is a brand-wide initiative committed to delivering uncompromising, individualized service to our guests. The driving principle for this organization is to provide a seamless guest experience, by ensuring a single brand representative is dedicated to assisting a guest, from start to finish, with any issues encountered during the cruise planning and fulfillment process. Delivering this high level of customer care will help to distinguish Celebrity Cruises as the brand that offers superior service. The Sr. Manager of the OneTouch initiative is responsible for managing a team of shore-side individuals and ensuring that all guest inquiries are handled with a primary focus on guest satisfaction, guest retention, and the creation of brand loyalty. The Sr. Manager demonstrates innovative thinking and possesses a drive for change. Moreover, the Sr. Manager establishes a work culture that mirrors the pillars of "Modern Luxury" thinking, seeking out opportunities to cultivate and strengthen our organization in order to create an industry-leading, point-of-distinction advantage for Celebrity Cruises. This role oversees departmental performance for all KPI and metrics requirements (including performance with regard to Guest Satisfaction Surveys, timely resolution goals, etc.) and ensures compliance with company procedures across all access channels. The Sr. Manager also makes certain that developmental needs are satisfied and proposes recommendations to improve One Touch efficiencies, while also identifying process improvement opportunities, with the ultimate goal of improving guests' interactions with our brand. The Sr. Manager of the One Touch initiative ensures the issue ownership and resolution is the driving force behind the success of the organization, thus fostering exceptional guest experiences.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Manages the Celebrity One Touch multi-channel operation, which includes the Pre- and Post-Cruise Call Center, Correspondence, Loyalty, Outbound, Social Media, SeaPass, Executive Correspondence and Executive Escalations. Handles guest and travel partner problem resolution and retention. Makes certain all Key Performance Indicators (KPIs) are met and developmental needs are satisfied to improve performance, where applicable. Ensures compliance with company procedure and makes recommendations to improve One Touch efficiencies and customer satisfaction.
Utilizing information gathered from all channels (Pre-Cruise, Post-Cruise, Loyalty, Executive Escalations, etc.), provides consistent, timely, and actionable data to various departments. Presented at the Executive level, this data will serve as a catalyst for brand improvements in many areas, including Hotel Operations, Sales, Marketing, Accounting, Global Security, Legal, and Information Technology.
Leads the development and implementation of One Touch standards, policies, and procedures to optimize Celebrity's leadership in the industry. Establishes and formalizes a set of technological solutions, policies, procedures, and a properly trained workforce to successfully handle all customer needs and create actionable data for continuous improvement.
Successfully handles all levels of escalations as the voice of Celebrity One Touch, achieving satisfactory results while balancing guest satisfaction and corporate best interests.
Oversees efforts for continued growth, succession planning and development of Celebrity One Touch at the supervisory and front line level, including the design and implementation of various programs aimed at motivating employees and maintaining high levels of job satisfaction. These include the Employee Recognition Plans, appropriate performance metrics, and numerous other programs. Develops staff goals and provides direct feedback and coaching to facilitate employees' personal growth and optimize their team performance and contributions to the organization.
Creates and maintains a positive work environment for Supervisors, Team Leads and Agents. Interfaces with all internal functions in order to build effective business relationships, facilitate problem resolution, and process improvements. Appropriately delegates assignments and authority. Maintains harmonious balance among both peers and subordinates and works quickly to resolve grievances.
Serves as a leader in crisis situations and provides valuable feedback and insight during situational response meetings as they pertain to guest handling, communications, and compensation related to mass incidents.
Fulfills any other duties and projects assigned by the Director of One Touch.
Responsible for the overall strategic direction of the One Touch Hospitality engagement center
Development of high level KPIs and full responsibility for overall departmental performance
Full financial responsibility and accountability for annual department budget of $4.7m
FINANCIAL RESPONSIBILITIES:
Manages the department budget, including FTEs and related expenses, and hires to appropriate staffing levels to satisfactorily accomplish targeted objectives.
Oversees service recovery and compensation efforts to retain guests and achieve customer service satisfaction while remaining aligned with company financial objectives.
Continuously reviews all financial transactions within the department and its impact on revenue targets.
Full financial responsibility and accountability for annual department budget of $4.7m
QUALIFICATIONS:
Bachelors Degree from a four-year college or university.
8 to 10 years of experience in a Guest Relations- / Customer Service-related field, or other relevant training.
Prior experience with strategic planning and leading a large contact center organization.
Background in travel industry preferred.
Exhibits excellent interpersonal skills.
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
Ability to professionally respond to common inquiries or complaints from customers, regulatory agencies, and members of the business community.
Ability to write speeches and articles for publication that conform to prescribed style and format.
Effectively present information to top management, public groups, and/or boards of directors.
Ability to write reports, procedural documents, business plans and presentations, which are clear and concise, outlining solutions and recommendations of action.
Possess a good business acumen and excellent organizational skills.
Ability to work across all supporting departments.
Demonstrates excellent communication skills, both written and verbal. Effectively presents information and responds to questions from groups of executives, managers, clients, customers, and front-line staff.
Ability to work with mathematical concepts such as algebra, probability and statistical inference. Applies concepts such as fractions, percentages, ratios, and proportions to practical situations.
Possess strong analytical and problem-solving skills.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to Interpret an extensive variety of instructions, reports, policies, and customer records.
Skilled in dealing with both abstract and concrete variables.
Ability to quickly finds solutions to problems, be they pertaining to daily departmental operation or larger scope, multi-facetted impact situations.
Knowledge and experience using Siebel CRM and Folio Viewer.
Ability to maintain responsibility for enhancement recommendations, possesses SCAR project business ownership, and monitors critical ticket fixes.
Ability to oversee the effective use of numerous technical tools used by the department (Siebel CRM, AS400, Computer Telephony Integration, and Graphical User Interface improvements).
Ability and willingness to travel (less than 25%).
This position will work on-site.
Physical Demands:
The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. While performing job functions, the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a PC, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 to 15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus.
We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
All applicants who receive a conditional offer of employment will be required to comply with the Company's mandatory COVID-19 Vaccination Policy. The Company's COVID-19 Vaccination Policy requires all employees who work from the Company's offices or whose job duties require them to travel to our U.S. offices, ships, and/or private destinations be fully vaccinated against COVID-19. If you are covered by this policy, you will be asked to complete Vaccination Attestation upon acceptance of this offer and upload proof of vaccination to the Company's human resources system on your first day of employment unless an accommodation has been granted.
Royal Caribbean Cruises

Philippines
Permanent
Full-time